L1 Support Engineer

L1 Support Engineer

• Handle first\-line queries via phone, email, or chat.
  


• Assist customers with login, job card creation, invoice generation, and appointment scheduling.
  


• Document issues in the ticketing system (example \- Freshdesk/Zendesk/Zoho Desk).
  


• Escalate unresolved issues to L2 support.
  


• Provide role\-based guidance (technician, advisor, receptionist, accounts staff).
  

Requirements

• Education: Bachelor’s in IT/Computer Science or related field.
  


• L1: 0–2 years in IT/Customer Support (preferably SaaS).
  


• Familiarity with SaaS platforms, ticketing tools, and CRM systems.
  


• Strong communication skills (English + Hindi/Marathi preferred).
  


• Ability to work in rotational shifts.
  


• L1: First Response Time, Ticket Closure Rate, Customer Satisfaction Score.
  

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